Hisham Samir Abed El-Mawla

**nd Tamale Ahmed str., Ard El-Gamaiea, Cell: 010********

Imbaba, Giza, Tel: +202-****-****

Egypt. E-mail: adf766@r.postjobfree.com

Objective:

Seeking a demanding job in the field of accounting, management, business, or translating,

Customer service, and telemarketing within a challenging work environment in a

Well- established.

Organization where I can enhance my communication as well as my personal effectiveness

Skills and where my creative, organizational, lingual skills and capabilities can be best utilized

And applied to achieve my career aspirations.

Ready to work under shift bases, also no problem with the transportation as I own a Car.

Seeking more stable and promising job opportunity in the field of Customer Service.

Academic Education:

•High language school with score 89.9% .

•Graduated from faculty of Commerce, Cairo university,July 2011

Skills

Computer Skills:

•PC Applications: Windows, MS Office tools.

•Internet surfing, researching, and info-seeking.

•Very good English typing speed.

•ICDL course in faculty of engineering.

Language Skills:

•Arabic: Mother Tongue.

•English: Fluent in both written and spoken language

Writing Skills:

Creative writing, translating, compiling and editing, summarizing, reviewing,

And reporting.

Interpersonal Skills:

Team oriented, and able to operate with an ideal team spirit.

Dynamic, creative and self-motivated.

High Analytical Skills.

Ability to think out of the box.

Excellent negotiation and listening skills.

Creative problem solver and decisions maker.

Excellent command of English language.

Flexible team player with ability to work on own initiative and consistently meet demanding deadlines.

Ability to handle multiple tasks.

Capability to work under high pressure with positive attitude.

Initiation and leadership, communication, presentation and organization skills.

Work Experiences:

•Sales agent in Net one campaign at Raya contact center.

•Customer service representative in Net one campaign at Raya contact center.

•Joined Ameco-tech as sales representative.

•Summer Training at Arab African International bank (AAIB) in July 2010.

•Working at Vodafone Egypt at high value segment as customer care agent.

Extra working skills at Vodafone :

Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.

Applying FCR concept for all customer’s inquires.

Prioritizing and achieving multiple tasks, establishing and meeting deadlines.

Follow up all customers related issues and provide timely feedback to Vodafone Egypt High Customers.

Adhere to Customer Operations Department policies and procedures.

Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.

Handle and retain all the customers’ complaints within the SLA.

Handle all USB and mobile internet basic trouble shooting related issues.

Supporting corporate queue by handling SME authorized and end-users inquires.

Supporting collection queue by handling collections inquires and bills explanation.

Supporting premium area by Providing Vodafone Egypt Premium customers with all required information related to the company products and services in addition to Explore the required negotiation skills for making payments' deals when needed.

Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.

Acting as Delegate Supervisor ( Handling escalations, investigation in complaints, managing service level, etc ….)

Working Experience with in hotels :

Joined IHG Group for hotels as front desk agent at Intercontinental City Stars

Promoted to front desk supervisor at holiday inn city stars

Acting as duty manager, Handling customer complaints regarding their stay.

Communicating with travel agents resolving their issues and pending payment transactions

Auditing transactions for front desk team, in shift meetings.

Arranging group bookings and preparing documentation for security authorities and legal departments.

Preparing rooms blocking and high season challenges.

Providing revenue and expenses reports for high board meetings and accounting department analyses.

Experience in Dentpeak :

Financial accountant at Dentpeak.

Stock and sales Manager (finalizing deals with hospitals and dental clinics).

Marketing Moderator and Online manager.

Working Experience in Expedia :

Joined Expedia as sales agent for 3 months

Transferred to customer service department as result of commitment supporting CS department in crisis.

Handling customer bookings and customer complaints .

Managing communication with airlines to handle daily tasks and work.

Promoted to Expedia elite department to handle Expedia gold members requests

Started the experience for 1st time working with GDS systems.

Handling elite customer requests and complaints specially regarding loyalty program points and technical issues.

Providing proper compensation upon customer history and challenges

Promoted to Expedia T2 agents and still working in T2

Acting as Expedia supervisor over the phone,handling customer complaints

Handling urgent matters regarding last minute schedule changes done by airlines or customers changed plans.

Handling escalations, communicate with hotels,car rentals,activity service providers and airlines travel agency departments

Get exceptions from vendors for handling customer inquires and resolving problems

Providing proper feedback in timely manner for management regarding any violation in process from vendors or T1 agents

Saving as much as possible payouts when it comes to Expedia issues, agent or site or content errors.

Handling billing and financial issues for customers and vendors.

Acting as delegate for saving intervals and managing the floor and supporting new comers

Working offline on queue for reissuing tickets and following up on customer inquires that can not be handled on spot

Replying to customer emails and airlines and vendors approvals.

Extra curricular activities :

•Human resource management and development course by Dr. Amr Osman at Our Vision conference.

•Member in Human Resource Academic Committee at Our Vision conference.

Personal Data:

•Date of Birth: Oct 19th, 1989.

•Nationality: Egyptian.

•Marital Status: Single.

•Military Status: postponed.

References:

Furnished Upon Request.

Contact this candidate